AccountId: 011433970860
ContactId: 1afd4a40-132b-4852-bc0b-cf0271243975
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186589 ms
Total Talk Time (AGENT): 65966 ms
Total Talk Time (CUSTOMER): 52782 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1afd4a40-132b-4852-bc0b-cf0271243975_20250115T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII] and I'm calling from provider office and this call regarding for eligibility and benefit verification, sir. Can you help me with that?
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] I can assist you. Is it for a service in an office office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Papa Yankee.
[CUSTOMER][NEUTRAL] 01746093 ML 8.
[AGENT][NEUTRAL] Give me that one more time.
[CUSTOMER][NEUTRAL] Yeah, 01746093 ML 8.
[AGENT][POSITIVE] Thank you. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes first name is [PII], last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII], and you said that you're needing eligibility and the benefits for service in an office setting?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] First I'm gonna give you the most current policy.
[AGENT][NEUTRAL] Number which is 237.
[AGENT][NEUTRAL] 0183.
[AGENT][NEUTRAL] I show the effective date is [PII].
[AGENT][NEUTRAL] And this policy is no longer active, effective [PII], uh, no active coverage for this patient at this time. And did you have any other questions I can help with today, [PII]?
[CUSTOMER][NEUTRAL] OK. Uh, now, this policy is inactive, correct?
[AGENT][NEGATIVE] It's no longer active correct.
[CUSTOMER][NEUTRAL] OK. Thank you for the information. Uh, so can you give me a reference number, please?
[AGENT][NEUTRAL] My name in today's date, [PII], first initial last name is [PII].
[CUSTOMER][NEUTRAL] Sorry, can you repeat your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. And what is your last name first initial, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the reference number for today's date, correct?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.